DankStopReviews of dankstop.com

Response from DankStopDec 24, 2023

We genuinely apologize for any delays and communication hiccups you experienced. 😔 Your order was shipped promptly on December 12th, and we're glad to confirm it was delivered on December 20th. We completely understand the frustration with delayed responses to emails, and we sincerely apologize for any inconvenience. Our recent system change did impact our usual response times, and we're actively working to improve this. It seems your order was affected by the transition, so you did not receive the shipping update emails when it was shipped out, out for delivery, and delivered. If there's anything specific you'd like assistance with or if you have further questions, please don't hesitate to let us know. We're committed to making things right for you. Thanks for your understanding, and we appreciate your patience during these exceptional circumstances. Happy holidays! 🎄✨

Response from DankStopDec 16, 2023

Hi Tonya, I'm sorry that you're having an issue with your order. I was unable to find your name in our system, and you did not catch TurstPilot's 3 day limit to provide additional information. Don't worry, we've still got your back. At the moment with the holiday season, it's difficult to reach our phone support, we recommend reaching out via email. It will unfortunately take us some time to get back to you given the increased volume of messages, but I assure you that we'll get everything sorted out and resolved ASAP. We highly appreciate your patience and understanding in this matter. Please don't hesitate to reach out with any questions or concerns you may have in the meantime. We hope you have a wonderful weekend :) Happy holidays!

Response from DankStopDec 16, 2023

Hi Jason, Thank you for taking the time to leave a review. I'm sorry that you are having a long wait time in receiving a response from us. I sent a request here for more information in order to look up this issue for you, but you did not respond within the 3 day limit set by TrustPilot. Not to worry though. At the moment our warehouses and our support team are facing a high volume of orders and messages on a daily basis given the holiday season. Now, this increases the response time and our ability to get your order in your hands. But I assure you that we are working hard behind the scene to get orders out, and more often than not, we upgrade the shipping speed at no additional cost to the customer in order to speed up the process for you :) Please don't hesitate to get in touch at any time, it's taking us a little extra to respond at the moment, but we will respond ASAP. Happy Holidays!

Response from DankStopNov 24, 2023

Hi Nick, I wanted to touch base regarding the recent challenges you've faced. We can't begin to apologize for the less than satisfactory experience you have gone through, your patience and cooperation in discussing the matter with our support team are immensely appreciated. I understand our recent emails may have left some loose ends. Currently, due to the chargeback filed, we are unable to issue the refund directly. Rest assured, we are actively investigating the root of the issue internally to prevent any recurrence. Though it's disheartening to see you go, our commitment to resolving this matter remains unwavering. We've offered a refund multiple times, and we're still eager to honor that commitment. Your satisfaction is paramount to us, Nick. If you have a moment, I'd love to hear your thoughts on the refund offer as we have yet to resolve the inventory issue that is resulting in your receiving the wrong sized banger, and if there are any specific concerns you'd like us to address during our investigation, please feel free to share. Thank you again for your understanding, Nick. Looking forward to collaborating on a solution that meets your expectations.

Response from DankStopNov 11, 2023

Thank you for your continued support! Happy customers are why we're here ;)

Response from DankStopNov 10, 2023

I am so sorry you had a negative experience with us! It is our policy to require a photo or video of faulty merchandise before we send a replacement. We were not able to to open the photos that you provided, but we are more than happy to assist you with getting them sent or uploaded in another format. As soon as we have those, we can send a replacement immediately. I will also reach out directly to assist you.

Response from DankStopNov 11, 2023

Hi Steven, Your order is scheduled for delivery Monday. We're sorry for the delay you experienced. It seems that when you placed your order on the 30th of October, our system divided it into 2 packages as one of warehouses was experiencing a backlog. Therefore, the first package was shipped the next day on the 31st of October, while the main piece was held back due to this backlog. Your remaining package got sent out on the 6th of November, which means it took us 4 business days to get it sent out. This exceeds our average processing time of 1-3 business days. We highly appreciate you patience and understanding during this delay. I see that you reached out to us on the 7th of October, and our team replied back with the tracking number within 4 hours. I am unable to look up the phone records, however, we encourage our customers to reach out to us via email as our phone support gets occupied faster. While our email support is able to handle a wider range of issues in a timely manner. I understand how frustrating this has been for you, and we really do appreciate your support and patience. We're sure it will all be worth it when you open your package on Monday! Let us know if there's anything else we can assist you with. Have a wonderful week ahead ;)

Response from DankStopNov 11, 2023

Hi Patrick, We're sorry to hear about your experience. At a small premium, we offer Route Package Protection to insure your package against theft, damage and getting lost in transit. This service pops up at checkout and you can choose to add or remove it. We assure you that we have no intention to mislead you. Route is a more efficient way to deal with package issues, and we have used it for years to offer exceptional and speedy resolutions for our customers. Given that this is not a product, we can only show it at checkout. Transparency is vital in our team, as such, we show the full price breakdown at checkout before payment. I understand the frustration you felt at the time. You requested to cancel the full order, however, the order had already been shipped. Unfortunately, we incur costs in such a process and we treat these scenarios as a return. As stated in our return policy, refunds are entitled to a 15% restocking fee. We know how annoying that can be, which is why we offer to cover that restocking fee if you would accept the refund in the form of store credit. We are always here to help so please don't hesitate to reach out at any time. Have a wonderful day :)